Product Support Operations Representative

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.

About Caterpillar Oil & Gas and Marine

Caterpillars Oil and Gas division provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally we deliver engineered oilfield and drilling equipment repair and certification mechanical and rotating equipment repairs and upgrades rapid prototyping of spare parts robust asset management operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry.

We are currently seeking a Product Support Operations Representative in Houston Texas. The Product Support Operations Representative provides gas engine subject matter expert for service execution marketing and digital team.

What You Will Do:

• Prioritizes development activities with dealers and accesses resources to support.
• Ensure adequate capability and capacity are in place at the dealers to deliver services growth.
• Cultivating and maintaining ongoing customer relationships.
• Developing in-depth knowledge of organizational products and programs as well as capabilities of team members within the department.

Top Candidates Will Have:

• Collaborate cross-functionally to enhance service execution and support marketing and digital teams by optimizing field-deployed assets and tools.
• Proficient in asset management with a focus on lifecycle optimization reliability and cost-effectiveness.
• Strong background in gas compression and production power with hands-on expertise in field operations and system performance improvement.

What You Have Skills Knowledge & Experiences:

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Extensive Experience:

• Anticipates customers needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of Moments of Truth to customer service.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customers esteem of the organization.
  

Effective Communications: Understanding of effective communication concepts tools and techniques; ability to effectively transmit receive and accurately interpret ideas information and needs through the application of appropriate communication behaviors.
Level Extensive Experience:

• Reviews others writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward upward and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.
  

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Working Knowledge:

• Applies an assigned technique for critical thinking in a decision-making process.
• Identifies obtains and organizes relevant data and ideas.
• Participates in documenting data ideas players stakeholders and processes.
• Recognizes clarifies and prioritizes concerns.
• Assists in assessing risks benefits and consideration of alternatives.

Problem Solving: Knowledge of approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Extensive Experience:

• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches tools and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Additional Information:

• Relocation to Houston TX is available.
• Travel will be expected 35% of the time.
• This position is a fully onsite work model requiring you are onsite in Houston TX.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer such as H L TN F J E O.

As a global company Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at Caterpillar

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For nearly 100 years we have been helping customers build a better more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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